Troubleshooting hub

Overview

The Troubleshooting hub is a centralised reference for resolving common issues across all Turbo360 modules and platform functions. Use this hub to diagnose problems quickly, find targeted fixes, and identify when to escalate to the Turbo360 support team.

Use the sections below to find the area that matches your issue, then follow the fix steps. If the issue persists after applying the recommended fix, raise a support ticket

Setup issues

Problems that occur during initial Turbo360 configuration or Azure subscription onboarding.

1. Turbo360 organisation setup fails on first login
   Cause: The user account does not have the required permissions to create a Turbo360 organisation, or the invitation link has expired.
   Fix: Ensure you are signing in with the account that received the invitation. Request a new invitation from your organisation administrator if the link has expired.

2. Azure subscription does not appear during onboarding
   Cause: The service principal used for Azure connection does not have the Reader role assigned at the subscription scope.
   Fix: Assign the Reader role to the Turbo360 service principal at the subscription level in Azure Portal. Then retry the subscription validation step in Turbo360.

3. Organisation setup completes but no modules are visible
   Cause: Module access has not been provisioned for your account or your licence does not include the expected modules.
   Fix: Contact your Turbo360 administrator to verify module entitlements and user role assignments.

4. Service principal validation fails with a permissions error
   Cause: The service principal is missing required API permissions or the credentials have expired.
   Fix: Re-register the service principal and re-assign the required permissions. Refer to Service principal setup for the correct permission set.

Authentication issues

Problems with login, SSO configuration, service principal authentication, or token management.

1. SSO login redirects to an error page
   Cause: The identity provider configuration in Turbo360 does not match the application registration settings in Azure Active Directory.
   Fix: Verify the reply URL, client ID, and tenant ID in your Turbo360 SSO configuration match the values in your Azure AD application registration.

2. Service principal authentication fails after credential rotation
   Cause: The client secret stored in Turbo360 has expired or was updated in Azure without being refreshed in Turbo360.
   Fix: Navigate to the Azure connection settings in Turbo360 and update the client secret with the newly generated value from Azure AD.

3. MFA prompt appears repeatedly during a session
   Cause: Session token duration is shorter than expected, or conditional access policies are enforcing re-authentication on each request.
   Fix: Review conditional access policies in Azure AD to ensure session persistence settings are compatible with Turbo360. Contact your identity administrator if MFA frequency needs adjustment.

4. User cannot log in after being added to the organisation
   Cause: The invitation email was not accepted, or the user account was created under a different identity provider than the one configured.
   Fix: Resend the invitation from the Users section in Platform Administration. Confirm the user is signing in with the same identity provider configured for the organisation.

Import failures

Problems with data import, subscription sync, or Cost Analyzer data ingestion.

1. Cost data import does not complete
   Cause: The Azure Cost Management API is rate-limited or the subscription scope is too broad for the configured import window.
   Fix: Reduce the import scope or increase the import interval. Check the import job status in Cost Analyzer for specific error codes.

2. Subscription sync does not reflect recent Azure changes
   Cause: The sync interval has not elapsed, or the last sync job failed silently.
   Fix: Trigger a manual sync from the Azure Connection settings. Review sync job logs for error details.

3. Custom cost import validation fails with a schema mismatch error
   Cause: The Azure Cost Management export format changed, or the export was configured with non-standard columns.
   Fix: Review the export configuration in Azure Cost Management and ensure it matches the default column set expected by Turbo360.

4. Historical cost data is missing after initial import
   Cause: The import was configured with a start date that excludes earlier billing periods.
   Fix: Re-configure the import with an earlier start date and run a backfill import. Note that Azure Cost Management retains data for a limited lookback period.

Dashboard issues

Problems with dashboards not loading, displaying stale data, or showing incorrect values.

1. Dashboard does not load and shows a blank screen
   Cause: A browser extension is blocking requests to the Turbo360 application, or the session token has expired.
   Fix: Disable browser extensions and refresh the page. If the issue persists, sign out and sign back in.

2. Cost data on the dashboard does not match Azure Portal values
   Cause: There is a processing delay between Azure Cost Management export and Turbo360 data refresh.
   Fix: Wait for the next scheduled data sync. If the discrepancy persists beyond 24 hours, trigger a manual sync and review import logs.

3. Dashboard widgets show "No data available"
   Cause: The selected date range or filters return no results for the configured data scope.
   Fix: Expand the date range or clear active filters. Verify that the cost group or subscription linked to the widget has completed at least one successful import.

4. Saved views are not persisting after logout
   Cause: Browser storage settings are preventing session data from being saved.
   Fix: Ensure cookies and local storage are enabled for the Turbo360 domain in your browser settings.

5. Dashboard performance is slow with large datasets
   Cause: A large number of resources or a wide date range is increasing query execution time.
   Fix: Narrow the date range, apply resource group or subscription filters, or reduce the number of widgets displayed simultaneously.

API issues

Problems with Turbo360 API authentication, request failures, or integration connectivity.

1. API requests return a 401 Unauthorised error
   Cause: The API token has expired or the request is missing the Authorization header.
   Fix: Generate a new API token from the Turbo360 developer settings and include it in the Authorization: Bearer <token> header on all requests.

2. API requests return a 403 Forbidden error
   Cause: The token is valid but the associated user does not have permission to perform the requested operation.
   Fix: Review the role assigned to the API user in Platform Administration and ensure it includes the required permissions for the endpoint being called.

3. Webhook events are not being delivered
   Cause: The target endpoint is unreachable, returning a non-2xx response, or Turbo360 cannot establish an outbound connection.
   Fix: Verify the webhook endpoint URL is publicly accessible and returns a 200 response. Review the webhook delivery log in Turbo360 for error details.

4. API rate limit errors appear under normal usage volumes
   Cause: Multiple integrations or scheduled jobs are sending requests simultaneously, exceeding the per-minute rate limit.
   Fix: Stagger scheduled job execution times and implement retry logic with exponential backoff in your integration code.

5. Logic App connector to Turbo360 fails with a connection error
   Cause: The service principal credentials used by the Logic App connector have expired or been revoked.
   Fix: Update the connection credentials in the Logic App designer with the current service principal client secret.

Performance issues

Problems with slow load times, timeouts, or degraded platform responsiveness.

1. Pages take an unusually long time to load
   Cause: High data volume is being processed, or a background job is consuming significant resources.
   Fix: Check the job scheduler for any long-running import or report generation jobs. Defer non-urgent jobs to off-peak hours.

2. Scheduled jobs do not execute at the configured time
   Cause: The job scheduler queue is backed up, or the job failed silently due to a dependency error.
   Fix: Review the job history for error entries. Verify that all dependencies (service principal credentials, target storage accounts) are accessible.

3. Report generation times out before completing
   Cause: The report scope covers too many resources or subscriptions for the configured timeout threshold.
   Fix: Reduce the report scope by filtering to specific resource groups or subscriptions. For large-scale reports, use scheduled generation during off-peak hours.

Escalation

If the guidance above does not resolve your issue:

• Raise a ticket to log a formal support request with the Turbo360 team.
• Contact support for direct assistance.
• Visit Community support to search for solutions from other Turbo360 users.

Include the following information when escalating:

• A description of the issue and the steps to reproduce it
• The module or feature affected
• Any error messages or codes shown in the Turbo360 UI or browser console
• The approximate time the issue first occurred

Related articles

• Raise a ticket
• Contact support
• Community support
• Entra ID SSO overview
• Service principal setup
• Connect Azure subscription